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Neldi Rautenbach Neldi Rautenbach

Are Your Customers Voting CXit

Multi-channel Online Customer Service

Neldi Rautenbach Neldi Rautenbach Thursday 30th June 2016

Thursday 23 June was an eventful day in the UK - flooding, train travel nightmares, voting in or out and our customer experience event at London Zoo.

The Omni-channel Online Customer Service | It’s A Jungle Out There was a thought provoking, insightful day spent alongside Customer Experience Advocates and Industry Leaders.

Vinay Parmar, Customer Experience Director at National Express, revealed how the adoption of multi-channel online customer service in the National Express contact centre has impacted on first contact resolution rates, customer satisfaction and revenue.

Mandeep Kwatra, Vice President Global Solutions & CX Strategy Leader for HGS, expressed how Knowledge should be the DNA for companies wanting to excel at delivering multi-channel customer experiences. And during our workshop, it became clear that for many companies, omni-channel customer service is still only an aspiration to work towards to, not yet a reality.

Attendees left with plenty of food for thought and some creepy crawlies too, with enough time to vote, in the now historical, referendum.

With the referendum flooding the airwaves like the British weather, like many we were shocked at the results. Without going into politics, we gather from comments and surveys about the referendum, that Brexit will surely impact on many working within outsourcing and in particular the contact centre industry.

Customer service is an essential part of contact centres, and with uncertain times upon us, delivering exceptional customer experience to customers in channels of their choice, could be challenging for brands and businesses aiming to increase customer satisfaction whilst also reducing their cost-per-serve ratio. 

But it doesn’t have to be.

Unlike the unexpected outcome of the referendum, businesses can prepare themselves for an influx of inbound customer contact by having a clear strategy in place. Most of the time there are smarter approaches than simply employing more agents during busy periods – which is expensive and time consuming to implement effectively. In fact, according to a March 2015 report from Gartner, two-thirds of customer service interactions will not require the support of a human intermediary by the year 2017.

Having a strong self-service strategy can reduce operational costs, drive personalised customer experiences, and increase engagement. Most importantly, having a cohesive knowledge-base across multiple contact channels such as live chat, self-service FAQs and in the contact centre, is essential to deliver fast, consistent and correct answers, ultimately delivering superior user experiences – rapidly allowing users to find what they are looking for.

Self-service as a channel can be accessed 24/7, an RSS feed can push frequently asked questions to be shown first, simple to use and navigate -  as its driven by NLP - and users don’t have to queue to use it. Should a customer require further assistance, channels like live chat or dynamic intelligent web forms could offer additional support.

Self-service certainly gets the ‘yes’ vote from us.  


Why not attend our next Halloween Special event to see first-hand the positive impact this channel has had for our customers?


For the facts, more information and to vote, we mean register, click here, if you dare …